Akshay Sarode

Background

About Akshay Sarode

With close to a decade of rich experience in the BPO industry, I specialize in leading high-performing teams, optimizing KPIs, and delivering exceptional customer experiences across global markets (UK, USA, Australia). Currently serving as a Team Leader at Firstsource for a Comcast client, I drive initiatives that boost Net Promoter Scores (NPS), improve sales conversions, and ensure top-tier service standards. From process improvement at Capita India to my current role, I’ve consistently turned operational challenges into growth opportunities. I lead a 23 Member team currently, overseeing peak-hour staffing, shrinkage, and schedule adherence—all while empowering individuals through coaching, performance reviews, and cross-functional collaboration. Key Strengths • Sales Through Service Strategy • Customer Experience & CSAT Excellence • AHT & FCR Optimization • Coaching & Performance Management • Process Improvement & SLA Compliance • Workforce Planning & Shift Management • Cross-functional Collaboration Whether it's driving KPIs, streamlining processes, or mentoring future leaders, I’m passionate about building cultures of ownership, accountability, and continuous improvement. Let’s connect if you’re looking to collaborate, grow teams, or explore the evolving landscape of customer service excellence!